We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
Your Freshdesk account comes equipped with a default automation rule to notify customers when an agent adds a public note to their ticket. This helps bring the agent's response to the customer's attention immediately and keeps them informed of the progress in their issue.
Please follow the below steps to enable the automation rule to notify customers when an agent adds a public note.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on EmailNotifications.
Under the Requester Notifications tab, turn on the Agent Adds Comment to Ticket notification.
Click Edit to customize the subject and the description of the email.
